Muhammad Umair ahmed

Led and managed the IT operations team, providing direction, support, and fostering professional development. Oversaw the monitoring and maintenance of IT systems, networks, and infrastructure to ensure high availability and performance. Managed incident and problem resolution, ensuring timely escalation and resolution of critical IT issues.

Managed a team of 25 IT professionals across 3 continents, leading local and international project deliveries for clients like Lufthansa Airlines and IFF Finland. Successfully completed over 15 client migration projects across Europe and Gulf countries, achieving a 90% IT incident resolution rate and increasing end-user satisfaction to 94%. Reduced system downtime by 40% by introducing proactive m

Provided Windows user migration to new operating systems, including training and follow-ups, and delivered Active Directory services. Achieved 30% faster ticket resolutions with automated troubleshooting workflows and boosted client satisfaction by 30% through targeted service quality training. Oversaw migration projects for over 3000 workstations across 20 locations and managed a network of 1500

Increased customer satisfaction by 45% by ensuring first Call Resolution (FCR) and improving service delivery quality. Created awareness among customers and promoted IVR and other self-service tools usage to provide cost-effective automated services. Maintained strict adherence to shift and break schedules and followed company policies and strategies.

Completed a comprehensive program in IT Engineering, gaining foundational knowledge and practical skills in various aspects of information technology. Focused on engineering principles applied to IT systems and solutions.

Studied core principles of business administration and management, covering areas such as organizational behavior, marketing, and financial management. Developed skills in strategic planning and operational efficiency.